AccountId: 011433970860
ContactId: 3fd1ed1f-5a37-4691-9b37-453bec7c6c4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182460 ms
Total Talk Time (AGENT): 49170 ms
Total Talk Time (CUSTOMER): 58112 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/3fd1ed1f-5a37-4691-9b37-453bec7c6c4c_20250602T19:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I am calling on behalf of Saint Francis East Side Hospital to obtain claim status for a patient.
[AGENT][NEUTRAL] Right, I'm happy to check on a claim. Can I get the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that policy number.
[CUSTOMER][NEUTRAL] It's 02493350.
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And then what was the date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] Billed at $2,432.
[AGENT][NEUTRAL] Do you by chance have a different amount after primary pay?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Do you have a balance of $1,128.91?
[AGENT][NEUTRAL] Don't think that's what I have on my side. Give me just one second here.
[CUSTOMER][NEUTRAL] What is the amount that you have that you guys have billed?
[AGENT][NEUTRAL] You just have one claim for that date of service um from Bond Seekers Medical Group and it shows a charge of $20.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] $20. OK, let me get it rebuilt, um.
[CUSTOMER][NEUTRAL] Yeah, because this amount is $2,432. Um, I'll get it rebuilt. May I have a reference number for this call today?
[AGENT][NEUTRAL] Yeah, call references my name with today's date. My name is [PII], that's [PII], initial to my last name is gonna be [PII], then today's date.
[AGENT][NEUTRAL] And then just make certain that the primary EOB is um accompanying them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK. All right, thank you so much. Have a great day, [PII].
[AGENT][POSITIVE] You're welcome bye bye.